NBN Co aims to take better care of businesses

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NBN Co aims to take better care of businesses

A 1Gbps Ethernet service and a new business-focused team are two of national broadband provider’s latest initiatives.

Around 20,000 new businesses are currently connecting to the NBN each month, and NBN Co has set up a team specifically to support those users.

The new team will work with phone and internet providers to “deliver an improved customer experience and develop additional wholesale product and service offerings purpose-built for businesses,” NBN Co said.

For example, the business connection process should be improved, with rescheduled appointments and complex orders prioritised and case managed by NBN Co and the retail service provider.

In addition, NBN Co aims to have a symmetric 1Gbps Ethernet service available for enterprises by the end of the year, according to iTnews.

A new business education campaign also aims to educate Australian businesses about the connection process, as well as the impact of the NBN on services such as EFTPOS, ATM and fax machines.

NBN Co is also working on a program to provide training and accreditation to technology providers and consultants so they can help educate their business customers about what they need to do to connect to the NBN, and about the business applications that can take advantage of fast broadband.

As previously announced, NBN Co has changed the pricing of its business-grade (Traffic Class 2) services, allowing retail service providers (RSPs) to save up to 70 percent on wholesale monthly charges. Business IT has not heard from any RSP about the effect of this change on the prices they charge business customers.

Next year, NBN Co will introduce wholesale fixed wireless and satellite enterprise products with the aim of helping regional businesses increase efficiencies and access new markets.

“We've been scaling our dedicated business team and working closely with service providers to optimise our processes and systems in order to lift the customer experience for Australian businesses connecting to the new network,” said NBN Co chief business customer officer John Simon.

“Businesses often require a different level of service, which is why we've been developing custom-built wholesale product and service offerings and a targeted communications program in order to make the transition to the new network as smooth as possible.

“Connecting a business to the new network may take some time and preparation. With the rollout set to be complete over the next three years, we recommend businesses get in touch with their phone and internet provider as soon as possible to make a plan to move their services over to the new network.

“The rollout of the NBN access network is one of the most complex and ambitious initiatives to be undertaken in any telecommunications market across the world – we understand there is no silver bullet in improving the experience of people who connect to the network but we're confident these new initiatives will boost the experience of businesses who sign-up.”

Council of Small Business Organisations of Australia CEO Peter Strong said: “In recent months, COSBOA has raised a number of concerns from our members with NBN Co regarding difficulties encountered by small business in securing reliable and affordable, high speed broadband services.

“We congratulate NBN Co on these customer service and product enhancements and believe that they will go a long way to addressing the problems being experienced by small businesses in Australia.”

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